innovation lies beyond the comfort zone

Transforming your customer experience, business model, or service can lead you on a treacherous journey.

Future-Proof is your guide through that complex landscape of innovation.

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innovation lies beyond the comfort zone

Transforming your customer experience, business model, or service can lead you on a treacherous journey.

Future-Proof is your guide through that complex landscape of innovation.

We help you create the experience your customers crave.

Future-Proof is a team of service innovators who love to understand customer needs and behaviors. Our insights will transform your customer interactions and lead to higher adoption, loyalty, and market share. With our business and operational expertise, we'll not only design new service offerings but also bring them to life.

Whether you have a physical product that you want to augment, or you want to offer "something"-as-a-Service (XaaS), we remove the guesswork and guide you from concept through launch.

why do 90% of innovations fail?

It's not the technical aspect of implementation - in fact, that's getting easier every day.

Innovations fail because business impacts are not properly vetted, or customer needs are misunderstood or poorly translated into experiential and operational requirements.*

Future-Proof parses all the business, operational, and customer decisions you'll need to make to step through your innovation journey with confidence.

why do 90% of innovations fail?

It's not the technical aspect of implementation - in fact, that's getting easier every day.

Innovations fail because business impacts are not properly vetted, or customer needs are misunderstood or poorly translated into experiential and operational requirements.*

Future-Proof parses all the business, operational, and customer decisions you'll need to make to step through your innovation journey with confidence.

services

We focus on three types of innovation:

services

We focus on three types of innovation:

new service experiences

Whether you're augmenting a standalone product with a service or designing a new service offering, we help you create seamless experiences for your customers across every touch point with your brand.

Ethnographic research to uncover latent wants and unmet needs.

End-to-end customer journey mapping and service design to translate findings into requirements for the users, customers, and business.

Business process engineering to operationalize the new service.

new operational processes

Whether you're optimizing operational processes and governance methods or engineering backend processes to newly designed customer experiences, we give you the blueprints and spell out the playbook to follow:

Business process research to analyze failure points and identify optimization opportunities.

business model transformations

Transforming the way you do business from selling products to subscription-based service experiences? We define requirements for recurring revenue streams, ongoing customer relationships, and support service operations.

Market and competitor research to uncover untapped differentiation opportunities.

Business model design and assumptions testing to ensure viability.

Process engineering to operationalize the new way of doing business.

our team

We are a core team of innovation facilitators, bolstered by a network of domain experts.

We custom build the right team for each project, drawing from our diverse (and insanely talented) pool of veteran researchers, service designers, data scientists, business analysts, Six Sigma process engineers, and customer engagement strategists.

our team

We are a core team of innovation facilitators, bolstered by a network of domain experts.

We custom build the right team for each project, drawing from our diverse (and insanely talented) pool of veteran researchers, service designers, data scientists, business analysts, Six Sigma process engineers, and customer engagement strategists.

Past Clients

Past Clients

and how they talk about us…

why work with us?

We're obsessed with customer experience. So we'll be obsessing over every aspect of your experience with us.

Here's what it's like to work with us:

why work with us?

We're obsessed with customer experience. So we'll be obsessing over every aspect of your experience with us.

Here's what it's like to work with us:

commitment

Unlike large consulting agencies, you’ll know who you’re getting before you sign on the dotted line.

confidence

Great innovations don't have to come with great risk. We uncover your blind spots and help you mitigate both market and business model risks before you make large investments.

Value

We maximize value for your spend. Whether it's qualitative research or data analytics, we engage the right skill-set at the right time, saving you money without sacrificing quality.

lasting impact

Designing a great customer experience is only half the solution. Your ability to sustain business outcomes will depend on adopting the right processes, policies, tools, metrics, and governance practices. We cover all that.

personalization

We don't force-fit your business problem into one wheel house. We take best practices from Service Design, Design Thinking, Lean Startup, Outcome Driven Innovation and Six Sigma (among others) to customize right methods for the right outcomes.

support

Innovation projects spell change and that can ruffle feathers. Our approach fosters empathy and inclusiveness so each stakeholder is aligned and feels rewarded.